Sometimes prospective clients ask questions that we just arent expecting to hear. During a recent meeting,
Sometimes prospective clients ask questions that we just aren’t expecting to hear. During a recent meeting, we were discussing our landscape design and installation capabilities, and sharing examples of how we’ve been able to help similar properties enhance their grounds, when the property manager stopped us to ask what seemed to be an odd question.
“Are you guys going to show up when you say you will?” She went on to explain that her property’s last two landscapers never seemed to come on the same day of the week, and when they did show up, they didn’t stop in to her office and let her know they were on the property or ask if there was anything else they could do for her before they left.
Unfortunately, in our industry this is something that we come across too often. Professional landscape service companies spend a great deal of time and resources to organize and train our service teams. When we meet with prospective clients and look at their properties, we see where we can add value and want to begin talking about how we would approach serving the property before we answer the most basic questions – like if we are going to show up when we’re supposed to.
If you find yourself wondering if your landscape service provider is going to show up, it’s time to raise your expectations. Here are a few service features that seem like common courtesy to us:
1. A written service schedule
You should know exactly how many times per year your landscape service provider intends to visit your property and what they will be doing when they get there. Documenting not only the frequency of mowing, but how many pruning visits, irrigation system checks, and fertilization and pesticide applications you should expect them to perform at your property.
2. A dedicated Account Manager
Is there one person you can reach out to if you have a question or need something done at your property? If so, how quickly do they return your calls, texts, or emails? Chasing down a crew leader is not the best way to communicate with your landscape service provider. You need direct access to a horticultural professional that has been trained to provide good customer service.
3. Clearly identifiable, clean service vehicles and service crew members
Professional landscape service companies outfit our crews in uniforms and safety gear appropriate to their duties. Our vehicles are clearly marked and well maintained, projecting the professional image that you expect from your own employees and property staff.
4. We understand that service means more than just showing up
When our crews arrive, they alert the onsite staff to their presence and ask if there is anything special that they need to know before they begin servicing the grounds. When they leave, they tell you what’s been done, and if there was anything that they noticed while working on your property.
These are just a few items that we reinforce with our service teams every week. These basic items are the foundation that landscape service should be built from. If we can’t consistently deliver common courtesy to our clients, how can we ever expect them to allow us to show how we can enhance and add value to their properties?
Is it time to raise your expectations? Are you looking for a service partner that will do more for your property than just show up every week? If so, we’d be glad to help.
